Last updated: 27 October 2026
1. Our approach
YouFirst Group Services Ltd takes customer concerns seriously and aims to deal with complaints fairly, consistently and professionally.
This procedure applies to YouFirst Travel, YouFirst Priority Secure Transport and YouFirst Security.
2. Submitting a complaint
Please email:
Use the subject line Formal Complaint where possible.
Include any relevant information, such as:
- Your name and contact information.
- Booking or service reference.
- Service date and approximate time.
- Relevant location.
- Description of the issue.
- Relevant supporting information.
- The outcome you would like us to consider.
A complaint will not be disregarded simply because this exact format has not been followed.
3. Acknowledgement
We aim to acknowledge formal complaints within three working days.
This is an operational target, not a contractual guarantee.
4. Investigation
We will assess the information available and may review relevant records, correspondence and information from personnel or service providers.
We may ask for reasonable additional information where needed.
We will aim to deal with complaints objectively and consider the relevant contractual obligations and applicable legal rights.
5. Response
We aim to provide a substantive response within 15 working days where reasonably possible.
Complex matters may take longer, particularly where an insurer, regulatory authority, external operator or third party must be consulted.
Where further time is reasonably necessary, we will endeavour to communicate an update.
These targets do not override statutory deadlines.
6. Outcomes
Depending on the circumstances, possible outcomes may include:
- An explanation.
- An apology.
- Corrective action.
- Review of operational procedures.
- A partial or full refund where appropriate.
- Another fair and lawful resolution.
The outcome depends on the nature of the issue and the applicable rights and obligations.
7. Safety and safeguarding
For an emergency or immediate risk to life or safety, contact the emergency services using 999.
The complaints process is not a substitute for urgent assistance.
Concerns involving suspected criminal conduct, safeguarding or licensing matters may be reported to the appropriate authority where necessary or required by law.
8. Escalation
Where applicable, private hire licensing concerns may be referred to the appropriate licensing authority, including South Gloucestershire Council.
Data protection concerns may be raised with the Information Commissioner’s Office.
Using this complaints procedure does not prevent a customer from exercising legal or regulatory rights.
9. Privacy
Complaint information will be handled in accordance with our Privacy Policy and applicable data protection obligations.
Records may be retained as required for investigation, licensing, insurance, regulatory or legal purposes.
10. Contact
YouFirst Group Services Ltd
Company number: 17108279
Registered in England and Wales
Registered office:
Admirals Yard
Station Road
Bristol
BS34 6LR
United Kingdom
Email: contact@youfirstgroup.co.uk
Phone: 0333 050 3723
